Betclic - Contradictory T&Cs leaves player out of pocket

Ruling

Resolved - After a long conversation regarding which terms and conditions were in place where and what would be relevant, BetClic casino have decided to pay this player.

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Player's Complaint

I have been trying to resolve this issue with Betclic since November. Betclic sent me a 50% mobile casino bonus via email back in October. The bonus was only valid on mobile. I deposited and managed to make the wager requirement of £4,000 but my account was showing a wager requirement of over £50,000!

I contacted live chat on at least 4 occasions to ask support to look into it, every time they said they had passed my query to the promotions department. Eventually I received a reply in December that I had broken a bet limit. I deny this is the case, and I believe the issue relates to an error on Betclic's mobile website. Betclic are refusing to reply to any further emails so I exhausted all options communicating with them.

I deposited £200, received a bonus of £100 and placed bets of between £20 and £9 on slots. Betclic have stated that my increased WR is due to this term which is listed on their DESKTOP website:

https://en.betclic.com/casino/betclic-casino-live-casino-and-games-universe--bonus-terms-and-conditions-ccas_gam_tc

"22. Players qualifying for a Deposit Match Bonus are not permitted to place individual bets that are equal to or higher than £10 (or currency equivalent). If higher bets are placed then only the first £10 of the bet will contribute towards the wagering requirement. Any winnings from the excess element will then need to be additionally wagered through again by a multiple of 40 or 60 (depending on your country of residency). For the avoidance of doubt, if you place a bet of £20 and you win £40, then £10 of your bet will count towards your wagering requirement. But then £20 from your winnings will need to be wagered again at a 40 or /60 times multiple on top of the initial wagering amount set for this bonus. Doing so may lead to refusal of withdrawals, forfeiting of funds and account closure. Which for the example above results in an additional wagering requirement of £800 or £1,200."

As I played on my mobile I did not look at the DESKTOP website (this was a mobile bonus after all). The relevant mobile terms can be found at: https://m.betclic.com/casino/termsAndConditions#15.PROMOTIONAL

The relevant term is:

Casino, Live Casino and Games Promotions

27.7.1 The terms and conditions governing any promotions and/or bonuses we offer to you in our Casino, Live Casino, and Games universes form part of these Terms and Conditions. Terms and conditions in relation to promotions can be found on the specific promotion landing page and those governing any bonuses offered to you are available at: https://en.Betclic.com/content.aspx?pagecode=cas_bonus_15d

This link sends you to: https://en.betclic.com/casino/your-bonuses-ccas_bonus_15d?popup=False which states that:

"Players qualifying for a Deposit Bonus are not permitted to place individual bets that are equal to or higher than 25% of the value of the bonus until the bonus wagering requirements have been met. Doing so will lead to refusal of withdrawals, forfeiting of funds and account closure. Please contact us in the event of any queries with respect to this."

Betclic are claiming that my bets of £20 broke the DESKTOP T&Cs but I was playing a MOBILE bonus on my MOBILE and so I believe the MOBILE T&Cs should apply. I did not break the terms advertised on MOBILE. It looks like the mobile site is out of date, but this is no fault of my own.

Now the bonus with the incorrect wager requirement has expired and my balance shows £0. I believe the issue with the T&C was of no fault of my own, and was the responsibility of Betclic as they maintain their website. I would like Betclic to reinstate my balance in full as cash (£1,727). Betclic have not even rectified the issue on their website (conflicting terms are still displayed on mobile) and I am disappointed at the continued delay in responses (and now lack of response) from their customer support.

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23 Responses

ThePOGG

January 7, 2016

Hi seanysean8 - welcome back!

I'll contact Betclic and see what I can find out.

Thanks,

ThePOGG

ThePOGG

January 7, 2016

Hi seanysean8,

Before I can go any further with this issue I need you to provide me with your username and email address at Betclic.

Thanks,

ThePOGG

seanysean8

January 7, 2016

[EDIT] [EDIT]

seanysean8

January 7, 2016

I think there is a slight issue with the formatting of my complaint, the penultimate paragraph should not be part of the quote, beginning "Betclic are claiming that".

ThePOGG

January 20, 2016

Hi seanysean8,

Just to keep you informed - I am currently in the process of discussing this issue with BetClic.

I'll let you know as soon as I have some useful information.

Thanks,

ThePOGG

ThePOGG

January 27, 2016

Hi seanysean8,

Can you forward the email you received offering this bonus on to [email protected]?

Thanks,

ThePOGG

seanysean8

January 27, 2016

Done

ThePOGG

January 29, 2016

Hi seanysean8,

To give you a heads-up I will be away attending some conferences next week so there's not likely to be much progress made until after that's over.

If you have a screenshot of the mobile terms as were present at the time of play it would be very useful if you could forward that on.

Thanks,

ThePOGG

seanysean8

January 29, 2016

Unfortunately I did not take a screenshot of the terms at the time of play. Fortunately Bing Cache does have a copy of the terms from 17th January before Betclic updated them. I will be forwarding a copy of the terms via email shortly.

It is not looking good for Betclic as they have updated the page and set Date of Issue: 15/07/2015. This is clearly incorrect as the document was not updated until after 17th January 2016. I can only assume this is an attempt to mislead players and your investigation.

ThePOGG

February 11, 2016

Hi seanysean8,

My apologies for the delays with this issue. Given the recent launch of www.poggwebmasters.com, our recent UKGC Alternative Dispute Resolution service Accreditation and a couple of conferences I had to attend this issue hasn't had the focus that it would usually have received. I'm following up on this issue now.

Thanks,

ThePOGG

ThePOGG

February 18, 2016

Hi seanysean8,

I've just heard back from Betclic who have agreed to return your balance. It should be in your account shortly. If you could withdraw it and let me know when you've received your funds I'd appreciate it.

Thanks,

ThePOGG

seanysean8

February 19, 2016

Account still empty. I will check again next week.

ThePOGG

February 29, 2016

Hi seanysean8,

Have you received payment?

Thanks,

ThePOGG

seanysean8

February 29, 2016

No. Account still empty. I will check again next week.

ThePOGG

March 2, 2016

Hi seanysean8,

If the account's still empty I think it's time I contacted Betclic and chased this up.

I'll let you know when I have more information.

Thanks,

ThePOGG

seanysean8

March 8, 2016

Just checked my account, still no cash.

ThePOGG

March 9, 2016

Hi seanysean8,

Thanks for the update - I have pursued this issue with Betclic but have not received a response so far.

I'll let you know when I hear something back.

ThePOGG

ThePOGG

March 16, 2016

Hi seanysean8,

I've just heard back from Betclic - they money should be accessible by you now. Whether that's in your account or returned directly to your payment method I'm not sure, so I would appreciate your conformation.

Thanks,

ThePOGG

seanysean8

March 16, 2016

I can confirm there is £1,627 in my account balance now. I was expecting £1,727 as per my initial message regarding this complaint? I think we are close to getting this resolved though :)

ThePOGG

March 18, 2016

Hi seanysean8,

I'll chase this up with Betclic and see what I can find out.

Thanks,

ThePOGG

ThePOGG

March 24, 2016

Hi seanysean8,

I can confirm that the additional £100 should be in your account now. If you could confirm when the funds have been paid I'd appreciate it.

All the best,

ThePOGG

ThePOGG

April 4, 2016

Hi seanysean8,

Can you confirm that this issue is resolve and that you have received your funds?

Thanks,

ThePOGG

seanysean8

April 4, 2016

I have checked my bank account this morning and can confirm I have been paid in full.

I consider this matter resolved, thank you for your help.